Roscoe Brown

How often does a technician show up to your house early without being a current client?! Jim Wood did! That was my first sign we had called the right place. Secondly, he was extremely thorough in diagnosing the situation and the problem and did a great job explaining why we were having problems and what he needed to do to fix the issue. Did I mention this was on a Saturday? He had to order the part and got back to us on Tuesday with the new part and fixed it right… the first time. Could not be more impressed with Jim Wood and Roscoe Brown for their professionalism.

Called Roscoe Brown for a problem with the shower. They sent David K. the same day to check it out and he came back to today and did the repair. Always receive dependable and excellent service.

We trust Roscoe Brown. My husband called them this morning and they were at our house this afternoon. We always call Roscoe Brown for our heating and cooling issues. Their Service Pro, Jim Wood, was prompt, courteous, friendly and professional. HIGHLY RECOMMEND ROSCOE BROWN FOR YOUR HEATING/​COOLING NEEDS!

Tony showed up on time as scheduled. He told us, step by step what he was doing and showed us the defective part. Friendly with our dogs and very polite.

Roscoe Brown’s technician, Terry Arthur, provided quick, efficient service, was prompt and courteous. As always, a good experience

My husband & I have used RBI for over 20 years now & have always been extremely pleased with every aspect of their business. I would highly recommended them for all of their services!

I feel the previous reviewer’s pain, having done business with Roscoe Brown for over two years and $ 12,000 (and a pretty solid number of HVAC mishaps) now myself. Of all their issues, their communications stink. Most recently, I just spent 40 minutes on hold waiting my turn to get to a real person — but I never got one — while my husband called in from another phone and got through to a person. So even their phone system is messed up!
The reason we were calling this morning? Because when we called at 3:30 a.m. for emergency service, our call went unacknowledged until nearly 7:30 a.m., yet we pay extra on our annual contract to have priority access to service.
I do have to say that the people I’ve dealt with — and there have been MANY — have always been very nice and mostly knowledgeable, but we did end up with a complex HVAC system (including humidifiers and dehumidifers and extra filters) and about half the time, the guys who come out for annual service aren’t familiar with the equipment. Then there’s the equipment itself, but I won’t go into that here. This review is only about communication.

I could not be more disappointed with my experience with Roscoe Brown. After they had been recommended to me by two friends that I trust, I had a very bad communication issue with their Nashville office after just trying to get a bid on replacing our HVAC. Initially, I had accidentally called their Murfreesboro office. The person who answered there took my information and asked when a convenient time would be for me to meet with them, I gave them a time and she said the Nashville office would call me to confirm the appointment. I never received a call/​confirmation, but the representative showed up at my house anyway. Since I had not received any further communication/​confirmation, I had set up an appointment with another company during that time. The representative seemed frustrated but told me that someone from the office would call me the next day to reschedule. I never heard back from the office. I had to call back a few days later, and I set up another appointment. I arrived exactly 10 minutes late (5:10) to my house and the representative had already left, which I thought was ridiculous. When I called the next day to reschedule, the person in the office told me that I had been a «no-​show» twice. I requested a different representative to come out for an estimate, as I didn’t feel I was getting good service from him, she told me she would talk with the general manager and get back with me the next day. That was last week and I have not heard anything since.
Again, this is a huge disappointment for me. I had really wanted to use this company because I viewed them as a more local small business than most of the other hvac companies in town, as well as hearing good things from my friends. I expressed this to both the rep and the person in the office.
If it is this difficult to get a $ 10,000 bid on a unit from a company, I guess they do not need my business and will obviously be taking it elsewhere.